IDEAS home Printed from https://ideas.repec.org/a/vrs/manmar/v19y2024i4p710-724n1007.html
   My bibliography  Save this article

Impact of Website Quality and User Satisfaction on Consumer Loyalty in Lithuanian C2C E-Commerce Platforms

Author

Listed:
  • Ūsas Antanas

    (Lithuanian Sports University, Kaunas, Lithuania Vilnius University, Kaunas Faculty, Kaunas, Lithuania)

  • Jasinskas Edmundas

    (Lithuanian Sports University, Kaunas, Lithuania Vilnius University, Kaunas Faculty, Lithuania)

  • Štreimikienė Dalia

    (Lithuanian Sports University, Kaunas, Lithuania)

Abstract

This study was commenced to understand the effect of consumer satisfaction and website quality on loyalty in the Consumer to Consumer (C2C) E-Commerce business. This study used a survey method with the questionnaire as an instrument to gather the data required. As many as 400 respondents participated in this study, whereas all data was collected from those living in Lithuania and have used this website before. All data was then further processed and analysed using SPSS software. Descriptive statistics and regression analyses was used to determine website quality and satisfaction impact for consumer loyalty. After analysing all the gathered data, it can be concluded that website quality, and satisfaction positively affect customer loyalty in the C2C e-commerce business.

Suggested Citation

  • Ūsas Antanas & Jasinskas Edmundas & Štreimikienė Dalia, 2024. "Impact of Website Quality and User Satisfaction on Consumer Loyalty in Lithuanian C2C E-Commerce Platforms," Management & Marketing, Sciendo, vol. 19(4), pages 710-724.
    • Handle: RePEc:vrs:manmar:v:19:y:2024:i:4:p:710-724:n:1007
    DOI: 10.2478/mmcks-2024-0032
    as

    Download full text from publisher

    File URL: https://doi.org/10.2478/mmcks-2024-0032
    Download Restriction: no
    File URL: https://libkey.io/10.2478/mmcks-2024-0032?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Joumana A Younis & Hameed Al-Shammari & Hussin Jose Hejase & Mazen Massoud & Ale Jose Hejase, 2024. "E-satisfaction as a mediator between consumer loyalty and E-CRM: The context of Lebanese e-commerce," International Journal of Innovative Research and Scientific Studies, Innovative Research Publishing, vol. 7(3), pages 978-996.
    2. Joumana Younis & Hameed Al-Shammari & Hussin Jose Hejase & Mazen Massoud & Ale Jose Hejase, 2024. "E-satisfaction as a mediator between consumer loyalty and E-CRM: The context of Lebanese e-commerce," Post-Print hal-04579310, HAL.
    3. Cai, Xiaowei & Cebollada, Javier & Cortiñas, Mónica, 2023. "Impact of seller- and buyer-created content on product sales in the electronic commerce platform: The role of informativeness, readability, multimedia richness, and extreme valence," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    4. Alexandre De Cornière & Miklos Sarvary, 2023. "Social media news: content bundling and news quality," Post-Print hal-04067655, HAL.
    5. Alexandre de Cornière & Miklos Sarvary, 2023. "Social Media and News: Content Bundling and News Quality," Management Science, INFORMS, vol. 69(1), pages 162-178, January.
    6. Sikandar Ali Qalati & Esthela Galvan Vela & Wenyuan Li & Sarfraz Ahmed Dakhan & Truong Thi Hong Thuy & Sajid Hussain Merani, 2021. "Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1869363-186, January.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Terry Flew & Agata Stepnik, 2024. "The Value of News: Aligning Economic and Social Value From an Institutional Perspective," Media and Communication, Cogitatio Press, vol. 12.
    2. Hu, Li & Zhang, Weiyi & Du, Shaofu & Sun, Xiahui, 2025. "How to achieve targeted advertising with the e-commerce platform’s membership system?," Omega, Elsevier, vol. 130(C).
    3. Jannatul Ferdush & Joarder Kamruzzaman & Gour Karmakar & Iqbal Gondal & Rajkumar Das, 2025. "Cross-Domain Fake News Detection Through Fusion of Evidence from Multiple Social Media Platforms," Future Internet, MDPI, vol. 17(2), pages 1-25, February.
    4. Li, Jingyan & Wu, Jie & Zhang, Juzhi & Ji, Xiang, 2024. "Freemium design: Optimal tier differentiation models for content platforms," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 188(C).
    5. Bisceglia, Michele, 2023. "The unbundling of journalism," European Economic Review, Elsevier, vol. 158(C).
    6. Leonardo Madio & Martin Quinn, 2024. "Content Moderation and Advertising in Social Media Platforms," CESifo Working Paper Series 11169, CESifo.
    7. Rosillo-Díaz, Elena & Muñoz-Rosas, Juan Francisco & Blanco-Encomienda, Francisco Javier, 2024. "Impact of heuristic–systematic cues on the purchase intention of the electronic commerce consumer through the perception of product quality," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    8. C, Deep Prakash & Majumdar, Adrija, 2023. "Predicting sports fans’ engagement with culturally aligned social media content: A language expectancy perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    9. Li, Baoku & Nan, Yafeng & Yao, Ruoxi, 2024. "The inverted U-shaped relationship between information entropy of keyword combinations and sales of digital products: Evidence from China Tmall," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    10. Ishani Patharia Chopra & Charles Jebarajakirthy & Tanu Jain & Haroon Iqbal Maseeh, 2024. "Electronic shopping cart abandonment: What do we know and where should we be heading?," Electronic Markets, Springer;IIM University of St. Gallen, vol. 34(1), pages 1-30, December.
    11. Shakir Ullah, 2025. "Intention to Use Cryptocurrencies for Business Transactions: The Case of North Carolina," JRFM, MDPI, vol. 18(2), pages 1-21, January.
    12. El Aissoug, Chaimaa & Kim, Thai-Young & Wang, Xue-Qin & Choi, Dong-Hyun, 2024. "Cross-cultural exploration of determinants of e-commerce adoption: Perspectives from logistics service quality and payment driver," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    13. Jee-Won Kang & Young Namkung, 2022. "Measuring the Service Quality of Fresh Food Delivery Platforms: Development and Validation of the “Food PlatQual” Scale," Sustainability, MDPI, vol. 14(10), pages 1-19, May.
    14. Aditya Halim Perdana Kusuma Putra, 2024. "Learning from the Past Bridging Digital and Physical Markets: A Guidelines for Future Research Agenda of Online-to-Offline (O2O) Marketing Strategy," International Review of Management and Marketing, Econjournals, vol. 14(3), pages 82-96, May.
    15. Sook Fern Yeo & Cheng Ling Tan & Ajay Kumar & Kim Hua Tan & Jee Kit Wong, 2022. "Investigating the impact of AI-powered technologies on Instagrammers’ purchase decisions in digitalization era–A study of the fashion and apparel industry," Post-Print hal-03628402, HAL.
    16. Sonali Singh & Sumeet Singh Jasial & Richa Misra & Ajay Bansal, 2024. "Online Retail Service Quality: What Matters Most for Customer Satisfaction?," FIIB Business Review, , vol. 13(5), pages 600-615, October.
    17. Reimer, Thomas, 2023. "Environmental factors to maximize social media engagement: A comprehensive framework," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    18. Hauff, Sven & Richter, Nicole Franziska & Sarstedt, Marko & Ringle, Christian M., 2024. "Importance and performance in PLS-SEM and NCA: Introducing the combined importance-performance map analysis (cIPMA)," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    19. Pei-Hsin Lin & Wun-Hwa Chen, 2022. "Factors That Influence Consumers’ Sustainable Apparel Purchase Intention: The Moderating Effect of Generational Cohorts," Sustainability, MDPI, vol. 14(14), pages 1-14, July.
    20. Jeeva Venkatakrishnan & Ravikumar Alagiriswamy & Satyanarayana Parayitam, 2024. "Disentangling the relationship between trust, online buying, and customer satisfaction: a three-way interaction model," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(4), pages 806-828, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:vrs:manmar:v:19:y:2024:i:4:p:710-724:n:1007. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Peter Golla (email available below). General contact details of provider: https://www.sciendo.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.